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If your back-office and/or front-office start displaying a bank blank or incomplete page regularly without any error message, it is necessary to activate the display of the PHP errors in order to understand the problem.

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Code Block
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define('_PS_MODE_DEV_', true);

Then refresh the web pageNow browser your store's pages again. PrestaShop will now display all the relevant error messages (if any), which should help you solve the issue.

Once the issue has been fixed, you must revert your changes: edit the /config/defines.inc.php file again and put false back as the value for the _PS_MODE_DEV_ constant.

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Some people may encounter memory allocation issues, particularly when the back-office tries to display images which are quite big in the disk (over 800 Kb). Know You should know that even if you manually increase the hosting memory limit to 128 Mb, some hostweb hosts, such as 1&1, will keep the limit at 32 Mb. See this FAQ from 1&1: http://faq.oneandone.co.uk/scripting/php/10.html.

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There are cases when PrestaShop will not recognize a user's e-mail or password, making it impossible to connect to either the back-office and the back-office. The user is simply sent back to the login screen. Some reports tend to point that IE10 is the only browser where this happens.

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  1. Open the /config/settings.inc.php file, from your shop's root directory. Find the line containing "_COOKIE_KEY_". Copy the cookie content (without the quotes): it is the MD5 for your original password.
  2. You now need to generate a new MD5 hash for your password:
    1. Go to http://www.miraclesalad.com/webtools/md5.php.
    2. Paste the cookie content value of "_COOKIE_KEY_" in the text-field, and right after it, add your desired password. For instance, xykxB41JrEacRIoZxDioPNRmKeuO3ixCLygNxBAkeOkAHf2YUVESuT9jMYPASSWORD, where the cookie ends with T9j, and the desired password is MYPASSWORD (it can be anything you want).
    3. Click on the "md5" button: this will produce a MD5 hash of the text-field's content. Copy it.
  3. You now need to put this hash into your database:
    1. Open you shop's database using phpMyAdmin. If you don't know how to use phpMyAdmin, ask your webmaster, or your host.
    2. Open the pw_employee table, find the row corresponding to your account (it should feature your first name, last name, and e-mail address), and click its "Edit" button.
    3. Find the passwd field, and paste in the MD5 that you just generated.
  4. Log in to your back-office with the email listed in the same table, and the desired password that you used above (MYPASSWORD). This will generate a new cookie key.

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  1. Configure the SMTP server to send emails:
    1. Get information for SMTP connection from your hosting provider.
    2. Go to your back-office (either you or an administrator who can still log) "E-Mails" page, in the "Advanced parameters" menu.
    3. Select the "Use my own SMTP settings" option. " A form will appear: fill it with the information given by your host.
    4. Save your changes.
    5. Request a new password once again. You should receive it.
  2. Follow these steps:
    1. Choose a new password. In our example, "$$$rabbit$159$$$".
    2. Using your FTP client, open the login.php file, located in your administration folder online (the name of which depends on your installation).
      At the bottom of the file, add the following line:
      echo md5( PSQL( _COOKIE_KEY_ . 'newpassword' ) );
      So with our example password:
      echo md5( PSQL( _COOKIE_KEY_ . '$$$rabbit$159$$$' ) );
      Remember to put your own new password!
  3. Go to the login screen to the back-office, as if you wanted to log in, and copy the text that appears at the bottom of the page (e.g.: a0ee884b507dd4624ce51968cfbb19a9).
  4. Go to the PrestaShop database, for example using phpMyAdmin. In the ps_employee table, replace the existing value in the passwd column for the employee of which you want to change the password with the value obtained in the previous step. Save your changes.
  5. You can now connect with the usual username and new password.

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